IT Operations Director (Service Desk Manager)

With Confidential in Philadelphia PA US

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Posted on June 11, 2019

About this job

Job type: Full-time
Role: System Administrator

Technologies

azure, windows, sysadmin

Job description

 The IT Director will be challenged with guiding internal IT staff towards being a proactive business unit focused on supporting the people, process and technology within the organization. This position is the lead IT staff member and will be accountable for meeting SLA’s related to governance, support, budget and uptime. This role is also responsible for engineering all internal technology systems including telephony, connectivity, servers, switching, security and disaster recovery. This role works directly with multiple internal departments to facilitate technology solutions, assess opportunities and to deliver solutions to meet defined business objectives.  Required Skills: Management?       Manage the internal support helpdesk - including being a high-level technical escalation as required.?       Be ultimately responsible for meeting SLA’s related to helpdesk ticket response and resolution time.?       Manage internal and hosted solutions including proficiency in Azure and Salesforce?       Review issues and create proactive solutions for recurring technology problems?       Build and create a suite of executive reports to communicate the status of technology SLAs on an ongoing basis.?       Be a senior leader throughout the organization for all IT needs - including business unit needs, training, and technology enhancements. ?       Ultimately responsible for managing and executing all IT policies and procedures. ?       Create and manage the yearly IT budget?       Be the face of IT for the organization - be focused on end user feedback, improvements and IT staffing needs. ?       Manage all IT projects and initiatives requested by IT or other internal business units Engineering?       Basic knowledge of administration of Virtual and physical Windows servers with a focus on managing upgrades, backups and uptime.?       Basic Knowledge of Network management focused on architecting an efficient, latent free network with the ability to troubleshoot issues with a high level of expertise?       Understanding of VoIP, telephony and contact center solution communications?       Maintain a best practice environment to efficiently manage all endpoints (e.g. workstations, laptops, tablets, phones, printers) and end users. Interpersonal?       Be a self-starter and be available to other directors and managers to hear their concerns and help solve problems?       Build a rapport with all end users, be the outward face of IT. As the leader it is imperative you own both the successes and failures of IT.?       Always be open to providing value where it is needed. The ultimate goal is to make the IT department a leader in supporting business objectives.?       Manage and mentor junior IT staff - their success is critical to the overall dynamic of IT. The leader of the department needs to understand and cultivate growth among the staff.  Qualification and Experience?       Experience managing all aspects of the day-to-day IT functions. Including, but not limited to, networking, servers, support, backup/disaster recovery, security, budget and support.?       Senior level experience with managing both on-premise and cloud-based infrastructure including VMWare, Windows Server/workstations, Azure, Office 365, SonicWall, HP ProCurve switching and Salesforce.?       Senior level experience managing IT projects - including dealing with vendors, internal business units and third parties. ?       5+ years’ experience creating and managing an IT budget?       5+ years’ experience managing a team of technology professionals?       3+ years of being the senior IT resource within a 300+ user organization

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